Insights
Knowledge is Power
Check out our collection of industry insights on a wide variety of topics in the CX world. Sort by category to find the resources you're looking for quicker.
Insights Categories:
| CX Strategy
How Confident are your Customers?
Loyalty is the cornerstone of business sustainability; the Value Enhancement Score (VES) is the metric that outshines traditional indicators like Customer Satisfaction ...
| AI, CX Strategy
Is Your Organization Ready to Support Machine Customers?
What the heck is a Machine Customer? A transformative player has emerged in the evolving customer service landscape: the machine customer. These ...
| CX Strategy
Future of the Contact Center – Digital Transformation
We call it the Digital Wake-Up Call. And many organizations are sleeping through it. But it’s time to answer! Everyone knows that ...
| CX Strategy
Contact Center Preparedness: Operating in a Pandemic and Beyond
The COVID-19 crisis has made many organizations realize their contact centers were not fully prepared to handle customer communication needs. Especially with ...
| CX Strategy
Self-Serve Strategy: Before, During and After A Crisis
Frost & Sullivan recently hosted a Webinar Week Series featuring leading solution providers sharing insights and use cases of organizations taking on ...
| CX Strategy
Leading Remote Teams in a Crisis, Part 2: Best Practices in Operations
Our previous post shared some foundational elements of leadership in a crisis. This week, we will focus on operational elements critical to ...
| CX Strategy
Leading Remote Teams in a Crisis, Part 1: 6 Best Practices for a Strong Foundation
When it comes to focusing on the customer, Amazon leads the way. So, it’s no surprise that Jeff Bezos has great advice ...
| CX Strategy
Migrating Your Contact Center to the Cloud: 5 Key Considerations
During these times, the Cloud has proven itself. So when should you really move your on-premise contact center platform to a cloud ...
| CX Strategy, Enterprise CX, Uncategorized
Helping Organizations Prepare to Support Customers for the Paycheck Protection Program
PTP is offering financial services firms a complimentary, objective customer communication Readiness Assessment as they seek to handle the influx of inquiries and applications ...
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